Aspect: 94% of Organisations Recognise Importance of Cloud in Improving CX

Report underlines how cloud’s potential is being recognised, but adoption levels still leave a lot to be desired
New research from Aspect Softwareand the Cloud Industry Forum has revealed that most organisations are aware of the vast potential of cloud services in enhancing the customer experience (CX), with 94 per of respondents stating that cloud has an important role to play. Despite this widespread recognition, adoption of cloud technology for customer engagement remains low overall, with businesses needing to do more to secure the boost to competitive advantage that cloud can bring.
The findings of the research are in Aspect’s Clear Skies for Customer Service report, which surveyed 100 C-suite decision-makers in both IT and non-IT roles, from organisations with over 1,000 employees across multiple sectors. Despite almost unanimous agreement about the importance of cloud in improving customer engagement and driving the overall customer experience, many organisations are failing to take full advantage of the technology, with only 37 per cent of IT leaders saying that their organisation currently uses a cloud-based system. This points to a clear disparity between an awareness of cloud’s benefits and attempts to bring the technology into effect.
Commenting on the findings, Stephen Ball, Senior VP Europe & Africa, Aspect Software said:
“The evolution of digital technologies has completely changed how consumers are engaging with companies, whether they are purchasing a product or service, making an enquiry or requesting live help and support.”
“The research reveals that although organisations are aware of the potential for cloud to bring greater efficiency and a more joined-up customer experience, there is still a lot of work to be done in order to bridge this gap between perceptions and actually having the technology in place.”
When it comes to planning for the introduction of cloud, just 26 per cent of IT decision-makers envisage the arrival of new cloud-based solutions over the next year. However, for those outside the IT department, this figure stands at 78 per cent. For Ball, this difference in viewpoint underlines a need for more effective communication and collaboration between C-suite executives across the business, so that any barriers to cloud implementation can be overcome.
He added: “Cloud has the power to streamline processes and make life easier for employees at all parts of the customer experience, whether this be through the ability to store customer query information in a single and easily accessible place, better self-service facilities, or simply a contact centre solution that is able to scale up and down according to the needs of the business. To make cloud the norm rather than the exception, it is crucial that leaders in both IT and non-IT positions work closely with one another, in order to understand each other’s challenges and work out a way to deploy cloud technology more readily.”
He concluded: “Any business that wants to maintain strong customer relationships and cement its positive reputation should prioritise the optimisation of the customer experience.”
“Cloud can be a hugely powerful tool in achieving this, but the rewards of the technology cannot be reaped without a unified implementation strategy that has buy-in from key decision-makers in all areas of the business. If this can be achieved, cloud can be instrumental in helping organisations remain competitive in a volatile and rapidly evolving commercial world.”
Source: uctoday

Latest Jobs
-
- Lead Cyber Security Incident Response Consultant.
- United Kingdom
- N/A
-
Seeking skilled and passionate UK-based individual for a Lead Cyber Security Incident Response Consultant opportunity 3 core skillsets for the role Hands on technical incident response (triage and planning). Business consultancy (engaging with clients). Commercial awareness. Being able to engage in business growth conversations. Consultancy experience is an essential as it the ability to visit clients and the office. Additional experience will include, but not be limited to: Developing incident response strategies, guides and procedures for effective incident handling Proactive and reactive defense plans based on cyber threat actors' techniques Offering guidance, supervision, and fostering opportunities for team development Significant career development opportunities for the right individuals.
-
- OUTSIDE IR35 Contract- Functional tester- SC clearance Microsoft Windows Server
- London
- Outside IR35 contract
-
Front End Functional tester with SC clearance needed for an Outside IR35 project. Current valid SC clearance is required Experience with functional testing with exchange, sharepoint, SQL and other applications relating across a windows server Migration to 2019. Must be able to get to Central London 3 days a week. Jira, Wiki documentation and automation experience highly desirable.
-
- ForgeRock Consultant- UK
- United Kingdom
- Upto £100,000 plus benefits
-
ForgeRock Consultant/ Architect is require for niche consultancy who are looking to expand their presence within the UK/European Market Looking for a lead IAM architect, ideally with ForgeRock experience but would consider other vendors, But looking for someone who is able to advice and consultant with Clients but have the implementation background so they can get involved in projects as and when needed. Key duties will be: Provider IAM consultancy to clients, with a focus on ForgeRock Product stack ·Responsible for the design and implementation of ForgeRock solutions ·Install and configure ForgeRock stack to meet customer authentication and authorization requirements, ·Design and implement OAuth2 protocol using ForgeRock OpenAM, ·Design and develop OpenAM custom authentication modules, ·Configure ForgeRock stack to protect RESTful API, ·Troubleshoot and support ForgeRock IAM stack. This is a great role to join a niche play as they look to kick of their European expansion
-
- ForgeRock Consultant- Netherlands
- Netherlands
- N/A
-
ForgeRock Consultant required for 6 Month Contract This will be a mix of on site and home based, so need people to be based in the Netherlands We are looking for a lead ForgeRock Technical Consultant/ Architect with strong experience of ForgeRock to lead a new deployment project. ·Responsible for the design and implementation of ForgeRock stack ·Install and configure ForgeRock stack to meet customer authentication and authorization requirements, ·Design and implement OAuth2 protocol using ForgeRock OpenAM, ·Design and develop OpenAM custom authentication modules, ·Configure ForgeRock stack to protect RESTful API, ·Troubleshoot and support ForgeRock IAM stack. ·Designed and developed Restful APIs, This is a great project with an expanding leading IAM player within Europe, We are looking for someone with the above experience, who is comfortable hitting the ground running and taking on the reins at the start of a project